Tag: Customer experience

Is imperfection telecom’s secret weapon?

In pursuit of perfection, operators must focus on their service offerings and overall operations as much as their network fundamentals. However, pursuing perfection across various facets is a formidable obstacle. So, will this goal always remain elusive?

When did the telco industry stop striving for perfection?

In our industry, we often talk about quality. The truth is that the definition of quality is an intensely personal judgement. It is a topic that we discuss constantly at Arelion and we’ve explored it many times with our customers: for some it is all about speed and availability and, for others, the customer service experience. It varies by region, role and individual.

Arelion continues to top industry NPS in 2024

Over the years, we’ve consistently sought feedback from our customers, and one thing has become clear: customer experience is the key differentiator in the connectivity industry.   We are excited to share the results of our 2024 Net Promoter Score (NPS) survey, where we achieved an outstanding NPS of 70 for 2024, placing us among the […]

Third Stevie Award for Customer Service

Arelion has achieved another outstanding milestone by winning the Bronze Stevie® Award for Customer Service Department of the Year. This recognition underscores our unwavering dedication to delivering exceptional customer experiences.

Getting you closer than ever to your network

At Arelion, the customer experience we deliver has never stopped at the performance of the network, how easily a support ticket can be submitted or how we deal with that request.  We created the MyArelion portal to be much more than that. As it has grown, MyArelion has become a one-stop shop giving immediate access […]

Our customers have spoken: “A reliable partner with quality services”

In this blog, Arelion CEO Staffan Göjeryd writes about our latest NPS figure and why customer experience is key in the connectivity business.

The quest for network quality

The word ‘quality’ is often used in the telecoms industry. However, it is an elusive concept and somewhat difficult to define. Is it purely subjective or something that can be objectively measured and followed-up with figures and KPIs? The fact is, when it comes to the network and services, ‘quality’ is a broad and somewhat intangible concept, without a single commonly accepted definition. And while, for most leaders, network quality is a given – with SLAs acting as a key safety net – it does not define or capture all the qualities that matter to decision makers.

Finding value in a crowded marketplace

A brand is more than a name or a logo. It’s the promise of an experience, a distillation of values – and an emotional connection. So, when Telia Carrier (now Arelion) approached us about rebranding, we were excited. However, becoming an independent provider takes more than just changing business cards; it requires an understanding of core values.

CX in the new operator world

In the new operator world, customer sensitivity to faults is rising while demand for greater transparency is growing. How can carriers improve customer experience, combining technology with a human touch?

CX, ITIL and farming – Bernd Hesse has got your back

In this, the last of our ‘meet the team’ blogs in 2021, we meet Bernd Hesse, a business service manager from our CX service management team, based in Frankfurt, Germany.  Bernd has been with Telia Carrier for over 20 years and seen a huge amount of innovation and change in terms of what our customers […]

CX Networks 2022: Patience, Trust and Pride

As we come to the end of the year, we want to reflect on what we have accomplished and where we can do better. For Telia Carrier, Customer Experience (CX) is about empowering our people to always do better. The heart of making CX a success is the sense of ownership that everyone in our […]

CX in the USA: Anthony Manocchio

Recently, we decided it was about time we spent some time introducing you to the team at Telia Carrier that makes the customer experience (CX) we deliver the best in the industry.  That isn’t just our opinion, customers tell us time and time again that we are there when they need us, whether it is […]